HomeComplaintsCobraSpins Casino - Player is struggling to pass the KYC.

CobraSpins Casino - Player is struggling to pass the KYC.

Amount: £1,500

CobraSpins Casino
Safety Index:Very low
Submitted: 10 Apr 2021 | Case closed : 03 May 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from the UK is dissatisfied with the long verification process. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago

I am struggling to get my account verified despite submitting around 10 different documents it still remains unverified therefore unable to withdraw my winnings. I have sent them several emails but do not get a response

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3 years ago

Dear Sim3251,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to fully review all documents.

Which documents have you already provided, please? When exactly did you send the last of them?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

Thank you very much in advance for your reply.

Best regards,

Kristina

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3 years ago

This part is completed now and I’m attempting to withdraw £1500 winnings from them in 3 lots of 500 as this is the maximum allowed. So let’s see if I receive it!

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3 years ago

My withdrawal amount I have requested is now £1500

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3 years ago

Thank you for your fast reply Sim3251. I updated the disputed amount. It can take some time to receive the withdrawal, therefore I will keep this complaint opened until your confirmation regarding successful transaction. Please let me know as soon as you receive the payment.

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3 years ago

Hello Sim3251,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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3 years ago

Unfortunately, we’re forced to reject this case because the player stopped responding to this complaint. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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